Building contextual conversations: humans versus bots
Let's look at a few examples of possible conversations, to compare the interactions we have as humans to the ones we create for our bots. To demonstrate the path of digitizing contextual conversations, I chose the following three scenarios:
- Human agent-customer conversation (on the phone)
- Online (website) self-service research
- Chatbot/voicebot interaction
The context I chose for the conversation is a search for a family trip to Disneyland. With today's regulations and liability concerns, many human-agent interactions with customer service staff or customer support call centers are fully scripted and it actually feels like we are talking to a bot.
In the following example, I gave the human agent ...